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New Member

URGENT: Call Detail record related to a Skill Group

Hi ,

Could someone help me to generate a Call Detail Report or Call wise Dump with regard to a Skill Group in ICM. I need the Outgoing & incoming Call detail.

The problem i am facing is i am unable to relate between Route_Call_detail Table & Termination_Call_Detail table.

If i need to track a call from start to end i need to compare the Day & RouterCallKey in the Route & termination call detail table which will be the same for each call. Am i correct in saying this ?

But for outgoing calls i am getting both of them as Zeros.

I am attaching a small script which wrote for call details ? is it correct ?

Could someone help me with regard to this ?

Rgds

Anand

SELECT Route_Call_Detail.DateTime,

Route_Call_Detail.ANI,

Agent.LastName,

Termination_Call_Detail.Duration,

Termination_Call_Detail.TalkTime,

Termination_Call_Detail.HoldTime,

Termination_Call_Detail.WorkTime,

Termination_Call_Detail.LocalQTime,

Termination_Call_Detail.TimeToAband,

Termination_Call_Detail.DelayTime,

Termination_Call_Detail.RingTime,

Termination_Call_Detail.WrapupData

FROM Route_Call_Detail,

Termination_Call_Detail,

Agent

WHERE ( Termination_Call_Detail.AgentSkillTargetID = Agent.SkillTargetID ) and

( Route_Call_Detail.Day = Termination_Call_Detail.Day ) and

( Route_Call_Detail.RouterCallKey = Termination_Call_Detail.RouterCallKey ) and

( Termination_Call_Detail.SkillGroupSkillTargetID in ( :Skill ) ) AND

( Route_Call_Detail.DateTime >= :st ) AND

( Route_Call_Detail.DateTime < :en )

2 REPLIES
New Member

Re: URGENT: Call Detail record related to a Skill Group

Anand,

Although I cannot give you a very technical answer to this question, I do know that a few years ago I was trying to link data from the Termination_Call_Detail table and the Route_Call_Detail table. I was told by Cisco TAC (actually then GeoTel) that it was not possible as the data in the Termination_Call_Detail comes from the Switch and the data in the Route_Call_Detail comes from the carrier. I was told there was some way to do this with Translation Routing. I believe if you subscribe to ANI service from your carrier, that you could link the two tables through that field, because then you would have ANI data in your Termination_Call_Detail. Maybe someone else with more technical expertise could comment?

Thanks,

Renee

New Member

Re: URGENT: Call Detail record related to a Skill Group

Hi,

I managed to get an approximate answer to this. For this you subtract the Duration from the Termination Date time to get the start time (in the Termination call detail Table).

The query is as follows

SELECT

StartTime = Dateadd(ss, -(Duration),[DateTime]),

EndTime = DateTime,

Agent.LastName,

Termination_Call_Detail.ANI,

Termination_Call_Detail.Duration,

Termination_Call_Detail.TalkTime,

Termination_Call_Detail.HoldTime,

Termination_Call_Detail.WorkTime,

Termination_Call_Detail.LocalQTime,

Termination_Call_Detail.TimeToAband,

Termination_Call_Detail.DelayTime,

Termination_Call_Detail.RingTime,

Termination_Call_Detail.WrapupData

FROM Termination_Call_Detail,

Agent

WHERE ( Termination_Call_Detail.AgentSkillTargetID = Agent.SkillTargetID ) and

( Termination_Call_Detail.SkillGroupSkillTargetID = 5096 ) AND

( (Dateadd(ss, -(Duration), [DateTime])) >= May 7 2002 12:00AM) AND

( (Dateadd(ss, -(Duration), [DateTime])) < May 10 2002 12:00AM)

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